You book a flight and are expecting to land on time, but then turbulence hits OR the pilot has to circle the airport. That is exactly how 𝗦𝗟𝗔𝘀 feel in IT Operations and IT Services some days. You set the timeline, but real-world issues have other plans.

In these moments, ‘communication is everything’. Setting realistic SLAs and building in flexibility for those ‘flight delay’ situations—like say an unexpected ERP issue impacting dispatches—can help manage expectations.

While SLAs measure the process or the completing of an objective, XLAs measure the outcome, and the value of the service provided.

So, next time you are drafting an SLA, think of it like planning a flight—sometimes, there is turbulence! Incorporate XLA also when you are drafting an SLA.

PS: If only stakeholders/customers could track IT services like their flight statuses! 😉

#ITOperations #SLAManagement #CustomerExperience #XLA #TechLeadership #ITServiceDelivery #ExpectTheUnexpected #CommunicationMatters #ITIL #ProblemSolving